Terms and Conditions for Removal Company Tooting
These Terms and Conditions set out the basis on which removal services are provided by our company. By making a booking, you agree to these terms in full, so please read them carefully before confirming any service. They are intended to create a clear, fair, and legally sound framework for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and governing law. These terms apply to domestic and commercial jobs, including house moves, office relocations, man and van support, furniture transportation, clearance work, and related services arranged under a removal contract.
In these terms, references to “we”, “us”, and “our” mean the removal company providing the service, and references to “you” and “your” mean the customer, client, or person booking on behalf of a client. A booking may be made by telephone, email, online form, or any other method accepted by us. A confirmed booking is only formed once we have accepted your request and, where required, received any deposit or written confirmation. Any quotation given before a booking is accepted is based on the information provided at that time and may change if the facts supplied are incomplete or inaccurate.
These terms are written for use in England and Wales and are designed to comply with relevant consumer and business law. They do not affect your statutory rights. Where a term would be unenforceable, the remaining terms will continue to apply. We may update these conditions from time to time, but the version in force at the time of your booking will generally govern the agreement for that job unless a later change is required by law. If there is any conflict between a written quote and these terms, the specific quote will usually apply only to the extent that it does not conflict with these terms.
Booking Process
All bookings are subject to availability and to the accuracy of the information you provide. When requesting a quote for a removal service, you must supply full and honest details about the items to be moved, the access at both addresses, the number of floors, any parking restrictions, the presence of lifts, and any fragile, heavy, or hazardous items. We rely on this information to estimate labour, vehicle size, timing, and any special equipment needed for a house removal or commercial relocation.
If a survey, inventory, or pre-move assessment is arranged, you must ensure reasonable access and that the information given during the survey is complete. A quotation may be revised before or on the day of service if the job differs from the description provided. For example, additional rooms, extra cartons, difficult access, waiting time, dismantling requirements, or unforeseen waste may alter the price. Any revised price will be explained as clearly as possible before work continues, although delays or additional charges may arise where the change is discovered during the move and immediate clarification is not practical.
We may refuse or cancel a booking if we believe the service would be unsafe, unlawful, unsuitable, or beyond the scope originally agreed. This includes situations where prohibited goods are present, where the property condition makes access unsafe, or where the customer fails to disclose important information. You are responsible for ensuring that items are packed securely where self-packing has been agreed, that possessions are ready at the agreed time, and that anyone at the destination can receive the items as planned. Our crew may take reasonable directions from you or your authorised representative during the job, but any direction that would breach safety rules, transport law, or waste regulations may be declined.
Payments and Charges
Payment terms will be set out in the quotation, invoice, or booking confirmation. Unless otherwise agreed, payment is due on completion of the service or before unloading is completed, especially where the job involves a full-scale removal company operation, storage handling, or disposal costs. We may require a deposit to secure the date, particularly for larger moves or peak periods. Deposits are normally deducted from the final balance where the booking proceeds as agreed.
All prices are quoted in pounds sterling and may be stated as fixed-price, hourly-rate, or estimated. Hourly jobs are charged from the agreed start time or from the time our team arrives at the site and is ready to work, whichever is specified in the booking. Fixed prices assume the details supplied are accurate and that the job can be completed within the stated parameters. Unless expressly stated, prices do not include charges for parking penalties, congestion-related delays, waiting time caused by the customer, specialist disposal fees, or unforeseen extra labour. If these costs arise, they may be added to the final invoice.
We accept payment by the methods notified at the time of booking. If payment is not made on time, we may retain goods or suspend unloading to the extent permitted by law, and we may charge reasonable recovery costs and interest on overdue sums under applicable legislation. You must ensure that any card, bank, or invoice details supplied are accurate and that the payer has authority to use them. If a third party pays for the service, you remain jointly responsible unless we agree otherwise in writing.
Cancellations, Delays, and Changes
You may cancel or reschedule a booking, but notice periods may apply depending on the scale of the job and the resources reserved. For most bookings, if you cancel within a short period before the scheduled start, we may retain the deposit or charge a reasonable cancellation fee to cover lost time, allocated staff, and vehicle costs. The precise amount may depend on how much notice is given and whether we have already commenced preparation, travel, or third-party arrangements. If you reschedule, we will try to accommodate your preferred date, but availability cannot be guaranteed.
We may cancel or postpone the service if we are unable to perform the job safely or lawfully, if weather conditions create significant risk, if the vehicle cannot access the site, or if you are in serious breach of these terms. If we cancel for reasons within our control, we will usually refund any advance payment for the cancelled portion of the service, subject to any work already completed and any non-recoverable costs lawfully due. We are not liable for indirect losses caused by cancellation or delay, such as missed completion dates with a third party, unless such liability cannot be excluded by law.
Where a delay occurs because of traffic, access issues, weather, breakdown, force majeure, or circumstances outside our reasonable control, we will use reasonable efforts to continue the service but will not be responsible for losses arising from the delay. If you are not present at the agreed time or cannot provide access, we may treat the booking as a waiting-time job or failed collection, and additional charges may apply. Repeated postponements may require a revised quotation, particularly where team scheduling or storage space is affected.
Liability and Customer Responsibilities
You must ensure that all items handed over are lawful to transport and do not include prohibited, dangerous, perishable, or concealed goods unless we have expressly agreed to carry them and they can be lawfully transported. You must advise us in advance of any items requiring special handling, such as pianos, antiques, glass, appliances, confidential files, or dismantling. You are also responsible for making sure that fragile objects are packed properly unless packing is included in the service. If you ask us to pack items, we will use reasonable care but cannot guarantee that pre-existing weaknesses or hidden defects will not cause damage.
Our liability for loss or damage is limited to direct losses caused by our proven negligence, breach of contract, or wilful default, subject to any mandatory consumer protections. We do not accept responsibility for ordinary wear and tear, pre-existing damage, items inadequately packed by you, or loss caused by your instructions. Unless otherwise agreed in writing, we are not liable for indirect or consequential losses, loss of profit, loss of business, emotional distress, or missed deadlines arising from the move. Any claim for damage must be raised as soon as reasonably possible after discovery and, where practicable, before the crew leaves the destination.
It is your responsibility to obtain and maintain insurance for items of unusually high value, unless we have specifically agreed to provide cover. If we offer transit or goods-in-transit insurance, the scope, exclusions, excesses, and claim process will be set out separately and will prevail over any general statement in these terms. You must also ensure that properties are adequately protected where practical, including floors, door frames, and communal areas, and that all keys, codes, and permits required for access are supplied in good time. We may refuse to move items that are unsafe to carry or likely to cause damage to people, property, or the vehicle.
Waste Regulations and Disposal
Where our service includes clearance, disposal, or removal of unwanted items, all waste handling will be carried out in accordance with applicable waste legislation and environmental obligations in the UK. We operate as a responsible removal company and will not dispose of waste unlawfully. You must tell us in advance if any items are classed as waste, recyclable materials, electrical equipment, bulky waste, or hazardous substances. We may refuse to collect or move anything that requires specialist handling, licensing, or separate disposal unless appropriate arrangements have been made.
If we agree to remove waste, ownership of the waste may transfer to us only to the extent lawful and only once we have accepted it for disposal. You must not place prohibited materials among general items without disclosure. Hazardous waste may include, for example, chemicals, asbestos-related materials, paint, oils, gas bottles, medical waste, batteries, and items contaminated by biological materials. Such materials may require specialist contractors or prior written consent. If prohibited waste is discovered after collection due to your failure to disclose it, we may return the items, store them at your expense, or take any other lawful action necessary to comply with regulations.
We reserve the right to document waste collections, including photographs, item lists, and transfer notes, where required for compliance. You agree to provide accurate descriptions of items being cleared and to cooperate with any lawful paperwork. If we are required to complete a waste transfer note or equivalent record, you must provide any information reasonably needed for it. Any false declaration by you may result in additional charges, refusal of service, or notification to the relevant authority if required by law.
Insurance, Subcontracting, and Crew Conduct
We may use employees, agents, or subcontractors to carry out all or part of the service. Where we do so, we remain responsible for the service provided in accordance with these terms, subject to the exclusions and limitations already stated. Our crew will act with reasonable care and professionalism, but they may stop work if they believe continuing would be unsafe or unlawful. You must treat staff respectfully and ensure a safe working environment free from abuse, harassment, or threats. If any member of the crew is placed at risk by your conduct or by the conduct of anyone present at the property, we may withdraw immediately and charge for time spent and costs incurred.
We may also take precautions to protect your property, including wrapping, padding, disassembling, or labelling items where appropriate. However, unless we have expressly agreed to provide specialist packing services, we are not responsible for ensuring the internal contents of boxes are secure or individually wrapped. Any advice given by our staff is based on general experience and does not replace professional survey, engineering, or specialist handling advice where a particular item requires it. You remain responsible for notifying us of any special instructions before work begins.
Data, Notices, and General Terms
We may process personal data provided during the booking process for the purpose of administering the service, issuing invoices, managing queries, and meeting legal obligations. We will handle such data in accordance with applicable data protection law. Notices relating to cancellations, amendments, or claims should be made in writing where reasonably possible, so that a clear record exists. If any notice is sent by email or another agreed electronic method, it will be treated as received when it reaches the intended address or system, provided no delivery failure message is generated.
Governing Law and Final Provisions
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any provision in these Terms and Conditions is found to be invalid, illegal, or unenforceable, that provision shall be severed to the minimum extent necessary and the remaining provisions shall continue in full force. No waiver of any breach or delay in enforcing a right shall operate as a permanent waiver unless expressly agreed in writing.
By booking our service, you confirm that you have authority to enter into the contract, that the information supplied is accurate, and that you accept these conditions. These Terms and Conditions are intended to provide a clear, balanced basis for a professional moving service, whether the job is a small collection, a full property relocation, or a more complex clearance involving disposal and transport. If you do not agree with these terms, you should not proceed with the booking. A booking made after publication of these terms will be taken as acceptance of them in their current form.
In summary, our aim is to deliver a reliable, transparent, and lawful service, while ensuring that responsibilities, risk, and payment obligations are clearly understood by both parties. These terms are designed to support efficient scheduling, fair pricing, and compliance with waste and transport requirements, while preserving the legal rights of both customer and provider. For that reason, the agreement should be read as a whole, with each section interpreted in the context of the overall service arrangement.